No ranging response

[teejayph]

I'm getting multiple hub resets daily, which is of course driving me mad. I'm also getting multiple "no ranging response" messages in the logs.

Could someone from Virgin look at the hub from your end and advise please?

[jbrennand]

Post up all your Hub/network connection details and someone will check to see if there is a problem there.  Copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... if you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

[teejayph]

Thanks very much for your answer: here's the data you asked for (I hope!). It's a Superhub 3.

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 259000000 3.7 38 256 qam 16
2 251000000 3.2 38 256 qam 15
3 267000000 4.4 38 256 qam 17
4 275000000 4.6 38 256 qam 18
5 283000000 5 38 256 qam 19
6 291000000 5 38 256 qam 20
7 299000000 5.1 38 256 qam 21
8 307000000 5.1 38 256 qam 22
9 315000000 5.5 38 256 qam 23
10 323000000 6.4 38 256 qam 24
11 331000000 7 38 256 qam 25
12 371000000 5 37 256 qam 26
13 379000000 5.1 37 256 qam 27
14 387000000 4.9 37 256 qam 28
15 395000000 4.8 37 256 qam 29
16 403000000 4.9 37 256 qam 30
17 411000000 5.4 37 256 qam 31
18 419000000 5.6 38 256 qam 32
19 427000000 5.8 40 256 qam 33
20 435000000 5.6 40 256 qam 34
21 443000000 5.8 40 256 qam 35
22 451000000 6.1 40 256 qam 36
23 459000000 6 40 256 qam 37
24 467000000 6.3 40 256 qam 38

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 26 0
2 Locked 38.9 34 0
3 Locked 38.6 30 0
4 Locked 38.6 24 0
5 Locked 38.6 13 0
6 Locked 38.6 15 0
7 Locked 38.9 20 0
8 Locked 38.6 17 0
9 Locked 38.9 30 0
10 Locked 38.9 14 0
11 Locked 38.6 14 0
12 Locked 37.6 14 0
13 Locked 37.3 22 0
14 Locked 37.3 28 0
15 Locked 37.3 21 0
16 Locked 37.6 51 0
17 Locked 37.6 41 0
18 Locked 38.6 36 0
19 Locked 40.3 19 0
20 Locked 40.3 17 0
21 Locked 40.3 13 0
22 Locked 40.3 16 0
23 Locked 40.3 31 0
24 Locked 40.3 12 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 47.5 5120 64 qam 1
2 39399943 46 5120 64 qam 4
3 46200000 46.5 5120 64 qam 3
4 53700000 47.3 5120 64 qam 2

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 24 0
2 ATDMA 0 0 91 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 97 0

Network Log
Time Priority Description
10/01/2021 13:23:27 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 09:10:31 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 07:09:53 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 03:52:34 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 03:52:33 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 03:52:33 critical Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 03:52:24 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 03:52:11 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 03:52:10 critical Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 01:50:41 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 01:49:40 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 01:45:55 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 01:45:55 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 01:45:55 critical Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 01:45:26 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 01:45:25 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 01:45:25 critical Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 01:44:52 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 01:44:52 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 01:44:52 critical Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1146fd32359f924bfbaf818d02288be1f5...

[Z92]

What do you mean by hub resets? What you have posted seems to be normal. 

Have you tried rebooting your modem and checking for damaged cables or loose connections?

[teejayph]

Multiple times a day (but not every day, and only over the past couple of weeks), all wifi and wired ethernet stops working on all devices - none can see the outside world. Watching the physical hub at these times, the white light turns green, then goes out. Eventually, the white light returns.

Once the white light has returned, after another few minutes, wifi returns on all devices but with "no internet", followed another few minutes later by a return of full service.

At no point in this sequence do any other lights on the hub come on,

If when the wifi fails, as an alternative I physically turn the hub off and on again, it goes through the usual boot process, this time showing other lights as usual, but of course this takes a similar time to get to the fully working state.

It will sometimes then run for 24 hours, sometimes fail again in the same way within half an hour.

Does that clarify what I mean by a "hub reset"? Whatever the terminology, those are the characteristics and I am suffering repeated connectivity drops.

I have checked the cables, including completely undoing and doing up again, and there's nothing obvious amiss with them.

Does that help narrow down the possibilities?

[Z92 · Accepted solution]

It sounds from your description that you are suffering an intermittent complete loss of service. This could be a faulty cable, faulty modem or faulty cabinet. Unfortunately, intermittent means that it'll typically be working when you report the fault, so they won't send out an engineer as its working at the time. Your lack of RS errors states that its not a cable fault, so I would suggest a full factory reset of your router as a first step. 

[teejayph]

Thanks - I'll try that and report back in due course then.

[teejayph]

A month ago I said I'd get back with any updates.

I did the pin factory reset as suggested.

Since then I have had 47  resets on the superhub (not induced by me), often multiple times a day. I log them all, and there's no discernible pattern in times or in anything that might be happening obviously on my network. 

I managed eventually to get the Virgin troubleshooter online to work when the Superhub was down (via a phone signal). It booked me an engineer callout.

An hour later, I had a text saying the callout was suspended whilst "a few things are checked at our end". Then a few minutes later, another text to say it was all ok at the Virgin end, the callout was therefore cancelled, and to call phone support if help was still needed.

Phone support (UK) said it all looked ok at their end, and anyway there were no engineer callouts at all at the minute, covid, so I was never going to get what the troubleshooter had set up. An engineer would call my phone for a "virtual appointment".

Engineer called yesterday. Within three minutes he diagnosed an iffy Superhub, and promised a new one to be delivered today.

New one arrived today. Plugged in (with its new power supply), set up, made sure all cables tight, ran for half an hour - reset itself. Two hours later - reset itself.

So here we are, one month on, absolutely no further forward, other than I know it can't be the hub.

It's all a bit of a long sorry tale with no apparent end in sight. Annoyingly, in January I renewed my contract for 18 months as well.

Any ideas, as always, gratefully received.

[captaincomedy]

I've had this problem for as long as I can remember being with virgin, they can't resolve it.

I've had 2 engineers come, phone calls, a new hub, checking at the cabinet.

Nothing works.

[Kath_F]

Hi captaincomedy, 

Thanks for your post and apologies to hear about the issues you have been having. 

I can see we have already replied to the thread you created here: No Ranging Response Received

Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts.

Have a look at Ayisha's reply on the other thread and stick with that one so we keep all the information in one place. 

Thanks,